We have integrated a SailPoint service catalogue and SailPoint service desk for flat file applications.
The Service Now team has created a custom form for each application and I’ve mapped the custom form sys_id in SailPoint for each application.
The issue is that the parent ID isn’t populated in the service desk request for the custom form but it is when I use the OOTB service desk form.
For Example:
SailPoint Service Desk OOTB form → parent id is getting populated in service desk request
Service Now customized form → parent id is not getting populated in service desk request.
We also see that correclation id is getting populated in both catalogue and service desk requests. So is there anything we need to update in custom form to populate the parent id?
Thanks,
Deepak
